You would have been forgiven if you had mistaken Euston Station for Cairo Airport on Wednesday evening; every square centimetre of space on the concourse was occupied by waiting travellers. Signal failure had caused the seizure of one of the country’s main rail arteries inflicted pain on the faces of hundreds of travellers as they stared at the cancelled and delayed signs on the departures board. Not only did the rail system need well drilled teams of repair and maintenance electricians it also required excellence in customer service on the part of the besieged information desk staff.
Not everyone is capable of managing under pressure, whether trained or not, those who are really earn their pay on days like today. And it is times of pressure when things can go from ugly to disastrous without the steadying hand of a calm leader and strong manager. So a thought, if you are in a business where high pressure situations have to be managed with a cool head and balanced view, then make sure your management development includes some problem solving and coping strategies for your future leaders.
By Mike Cooney | Righttrack’s Commercial and Financial Director